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The impact of quality on health-insurance users' satisfaction in Saudi Arabia: the mediating role of brand image and utilitarian value
Ist Teil von
The International journal of quality & reliability management, 2024-03, Vol.41 (4), p.1089-1110
Ort / Verlag
Bradford: Emerald Publishing Limited
Erscheinungsjahr
2024
Link zum Volltext
Quelle
Emerald Management 200
Beschreibungen/Notizen
PurposeThis study assesses the quality of health-insurance services and their impact on customer satisfaction, examining the mediating role of utilitarian value and brand image in this relationship.Design/methodology/approachSurvey data were collected from 345 health-insurance companies' customers selected through convenience sampling and were analyzed using SmartPLS.FindingsService quality statistically significantly influences customer satisfaction with health insurance in Saudi Arabia, whereas brand image and utilitarian value partially mediate this relationship. The structural path between service quality and brand image was statistically significant and positive. The utilitarian dimension positively affects customer satisfaction and service quality.Practical implicationsThis study is significant to the management, as it provides insight into the expectations of health-insurance users. The focus is to gain a competitive advantage by improving customer service and brand image.Originality/valueThis investigation contributes to the field by exploring the mediating role of utilitarian value and brand image in the relationship between health-insurance quality and customer satisfaction based on the information provided by insurance policyholders in Saudi Arabia.